CITY SEEKERS — PRIVACY POLICY
Last updated: 22 September 2026
City Seekers respects your privacy and aims to be clear about how your personal information is used.
City Seekers is a trading name of Christopher Simon Heanue, a sole trader.
Business correspondence address: 33 Prospect Quay, 98 Point Pleasant, London, SW18 1PR
Email: info@cityseekers.co.uk
For data protection purposes, City Seekers is the controller of the personal information described in this Privacy Policy.
1. Information we collect
Depending on how you interact with City Seekers, we may collect the following information.
Booking information
This may include:
- your name;
- email address;
- mobile or WhatsApp number;
- booking date and time;
- number of players;
- team or booking information;
- booking reference;
- payment status;
- refunds or rescheduling information; and
- communications concerning your booking.
Information about other players
A person making a booking may provide information relating to other members of their team.
Where we request details directly from other team members, we will only use those details for the purposes explained in this policy.
Payment information
Payments are processed using third-party payment providers such as Stripe.
City Seekers does not normally receive or store your full payment-card number.
We may receive information such as:
- payment confirmation;
- transaction identifiers;
- amount paid;
- refund status; and
- limited payment-related information needed to administer your booking.
WhatsApp and gameplay information
When you play a City Seekers experience through WhatsApp, we may process information including:
- your WhatsApp/mobile number;
- messages sent to the game;
- messages sent by the game;
- answers and gameplay responses;
- timestamps;
- hints requested;
- SOS/support requests;
- game progress; and
- other information you choose to send through the game.
These records help us operate your experience, provide support and diagnose problems.
Customer support and correspondence
If you contact us, we may keep your message and information relevant to dealing with your enquiry or complaint.
Technical information
Our website, hosting and security providers may generate limited technical information such as:
- IP address;
- browser or device information;
- server and security logs; and
- information required to operate and protect the website and booking system.
We do not currently use this information to build advertising profiles about visitors.
Marketing information
If you choose to receive marketing from City Seekers, we may keep:
- your contact details;
- your marketing preferences; and
- information recording when and how you opted in or out.
2. How we use your information
We may use personal information to:
- process and administer bookings;
- take and confirm payments;
- send booking and pre-game information;
- provide City Seekers gameplay;
- communicate with players through WhatsApp;
- track game progress;
- respond to SOS messages;
- provide customer service;
- process cancellations, refunds and rescheduling;
- diagnose technical problems;
- maintain the security and reliability of our systems;
- prevent misuse or fraudulent activity;
- improve our games and customer experience;
- maintain financial and tax records;
- establish, exercise or defend legal claims; and
- send marketing where you have chosen to receive it.
3. Our lawful bases
UK data protection law requires us to have a lawful reason for using personal information.
Contract
We process information where it is necessary to provide the service you have booked or to take steps at your request before entering into a contract.
This includes booking administration, gameplay, WhatsApp messages necessary to operate the game and customer support relating to the booking.
Legal obligation
We may process and retain information where necessary to comply with legal obligations, including accounting and tax requirements.
Legitimate interests
We may process information where necessary for our legitimate business interests, provided those interests are not overridden by your rights.
These interests may include:
- improving City Seekers games;
- diagnosing faults;
- protecting our systems;
- preventing abuse or fraud;
- understanding how our games perform;
- managing customer service; and
- establishing or defending legal claims.
Where practical, we use anonymised or aggregated information for analysis rather than identifiable customer information.
Consent
Where we ask for your consent, particularly for marketing, you may withdraw that consent at any time.
Withdrawing marketing consent does not affect service messages relating to an existing booking.
4. Marketing
Booking a City Seekers experience does not automatically subscribe you to marketing.
We will only use your email address or phone number for marketing where you have chosen to receive it or where another lawful basis permitted by applicable electronic-marketing law clearly applies.
Our current approach is to use opt-in marketing.
Marketing consent is separate from agreeing to the Booking Terms and is not required in order to buy a ticket.
You can unsubscribe at any time using the unsubscribe option provided or by contacting:
We may retain minimal information about an opt-out so that we can make sure we respect it in future.
5. WhatsApp
City Seekers uses WhatsApp as part of its gameplay and customer-support systems.
WhatsApp is provided by Meta and is a separate third-party service.
Information sent through WhatsApp may therefore also be processed by Meta in accordance with its own privacy terms.
City Seekers may receive WhatsApp messages through Meta's business messaging systems and process them using the technical services required to operate the game.
Do not send highly sensitive personal information through the gameplay chat unless it is genuinely necessary.
6. Location information
The current L.U.C.A.S. experience does not rely on City Seekers continuously tracking your precise live location.
If a future City Seekers experience requires access to precise or live location information, we will explain this clearly before that information is collected and update our privacy information where necessary.
7. Who we share information with
We only share personal information where reasonably necessary to operate City Seekers, comply with the law or protect our legitimate interests.
Service providers may include:
Stripe
Used to process payments and refunds.
Meta / WhatsApp
Used to provide WhatsApp messaging and gameplay communication.
Supabase
Used as part of our database and application infrastructure.
Vercel
Used as part of our website and application hosting infrastructure.
Email and communications providers
Used to send booking confirmations and other necessary communications.
Professional advisers and authorities
Information may also be disclosed where reasonably necessary to accountants, legal advisers, insurers, regulators, courts, law enforcement or other authorities.
We do not sell customers' personal information.
8. International data transfers
Some technology providers used by City Seekers operate internationally.
This means personal information may in some circumstances be processed outside the United Kingdom.
Where UK data protection law requires safeguards for an international transfer, we expect the appropriate legal transfer mechanism or other recognised safeguard to be used.
You can contact info@cityseekers.co.uk if you would like further information about international transfers relevant to your personal information.
9. How long we keep information
We do not aim to keep identifiable personal information for longer than reasonably necessary.
Gameplay and WhatsApp transcripts
Identifiable gameplay messages and WhatsApp transcripts will normally be retained for up to 90 days after the experience.
They may be retained for longer where reasonably necessary to investigate a complaint, payment dispute, security incident or legal issue.
Anonymised gameplay information
We may retain genuinely anonymised or aggregated gameplay information for longer in order to understand puzzle performance and improve City Seekers.
Once information has been genuinely anonymised so that an individual can no longer reasonably be identified from it, it is no longer treated as personal information.
Booking, payment and financial records
Relevant booking and transaction records may normally be retained for up to six years, or for another period where required for tax, accounting, legal or regulatory purposes.
Customer-support correspondence
General customer-support correspondence will normally be retained for up to 12 months after the matter is resolved, unless there is a reason to retain it for longer.
Marketing
Marketing contact information is retained until you unsubscribe, withdraw consent or we determine that it is no longer appropriate to use it.
We may retain a minimal suppression record after you unsubscribe so that we do not accidentally add you back to marketing.
Technical and security logs
Technical logs are kept for the period reasonably required for system security, troubleshooting and service operation, taking into account the retention settings of the service providers we use.
10. Children
Bookings must be made by someone aged 18 or over.
We do not ask children under 16 to make bookings or provide marketing consent.
Where a child under 16 participates, we expect booking and primary contact information to be handled by their accompanying adult.
11. Your data protection rights
Depending on the circumstances, UK data protection law may give you rights including the right to:
- ask for a copy of personal information we hold about you;
- ask us to correct inaccurate information;
- ask us to delete information in certain circumstances;
- ask us to restrict how information is used;
- receive certain information in a portable format;
- object to certain processing; and
- withdraw consent where processing is based on consent.
These rights are not absolute and different rights apply in different circumstances.
To exercise a right, contact:
We may need to confirm your identity before fulfilling a request.
12. Your right to object
You have the right to object to the use of your personal information for direct marketing at any time.
If you object, we will stop using your information for that purpose.
13. Complaints
If you have concerns about how City Seekers handles your personal information, please contact us first at:
You also have the right to complain to the UK's data protection regulator, the Information Commissioner's Office.
Information about making a complaint is available at ico.org.uk.
14. Security
We use reasonable technical and organisational measures designed to protect personal information against unauthorised access, loss, alteration or misuse.
No internet-based system can be guaranteed to be completely secure, but we take proportionate steps to protect the information entrusted to us.
15. Changes to this policy
We may update this Privacy Policy as City Seekers develops or where our technology, games or legal obligations change.
The latest version will be made available on our website with the date of the most recent update.